Tuesday, November 9, 2010


Last Saturday I did visit an optician (Bellavista in Baarn). I was curious as they offered a design service for glasses. I am interested in design and I am wearing glasses since I was a young child, so that is why I did go. I had never seen this ‘bespoke’ service from Tom Davies (the manufacturer) before.

I wanted to find out how it works. As I made no appointment I had to wait some time until the female owner approached me. She took all the time I needed and explained the concept very well. She even had me try on some of the glasses, even while there were other customers waiting.

Her partner overheard the conversation and told me about his experience with this bespoke service. What struck me was his honesty. He told me that most customers are hesitant because you don’t know the end result as you order. It will be a bit of a surprise, although you have defined the specifications yourself. He said that this ‘fear’ prohibits a large interest in the service.

Isn’t this great when you are honestly told what the risks are and why not many people are interested in the service? This personal and open communication certainly strengthened my interest.
The combination of a design product/service with personal service is really a differentiator!

How can you be more personal in your customer relationships?


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